Albert Chu

Manager, Dedicated Call Center Svcs @EmblemHealth

New York, NY, US

Hire, onboard and train call center personnel- Coach call center staff through challenging customer service issues- Analyze call center data and prepare reports for upper management- Oversees and leads the daily operations of the Call Center including IVR, manual call initiatives (ACD) and Internet activity over the Web; analyzes staffing needs for inbound coverage of phone and email volumes and proactively makes adjustments to meet the fluctuations in call demands as necessary- Coaches and develops staff to ensure the highest degree of customer service to maximize quality service and customer retention. Fosters, promotes and contributes to a positive team environment- Manages the telephone quality audit and monitoring process. Works closely with the specialists ensuring written and verbal performance feedback to all representatives. Makes recommendations for areas of operational improvement to improve customer experience and increase efficiency in the call center- Determines performance objectives/metrics and defines tools to measure progress and ensure consistent achievement of business objectives- Compiles and monitors daily/weekly/monthly operational statistics and reports. Analyzes trends, variances and problem situations. Provides accurate reporting on results, including production statistics, actual result to goal, and forecasting projections- Handles all customer issues and complaints received from regulatory and state agencies- Evaluate staff effectiveness and performance annually or on an at-need basis- Lead team meetings and give presentations to executives- Develop monthly, quarterly and annual call center goals and action plans- Prepare work schedules to ensure sufficient coverage- Create personnel and supply budgets for approval- Miscellaneous duties as assigned

Kaplan University

Bachelor of Business Administration (BBA), Marketing